We’ve had some questions and comments from our partners recently about the process of creating and publishing responses for Windows Error Reporting, so I want to give you some information that will help you create quality responses that get published quickly and really help your customers.
I work on the team that approves and publishes responses, and if you’ve created more than a few responses, there’s a good chance that we’ve worked with you to clarify your response content at some point. Since clarifications add time to the approval and publishing process, I wanted to give you a checklist of things to look at before you submit a response, so that your responses will sail through approval and publishing.
· Is the landing page straightforward and uncomplicated? Can you link to a better page, or better yet, a direct download? (The number one reason we clarify responses is that it links to a top-level page, like www.microsoft.com.)
· Does the experience described in the template you used match the one that users will actually see? For example, if the template says a direct download is available, the linked URL should point to that download, not to a landing page that requires further action from the customer. Note that the templates you see on Winqual are only a subset of what is available.
· Does a landing page link provide what is promised? For example, if the template selected promises an automated update tool, but the landing page for the response describes a manual update process that doesn’t use a tool, the message could be clearer.
· Is the solution within easy reach of the user? The guideline we try to hit with every response is three clicks, including the main URL in the response itself.
· Is your download as directly and easily usable as it could possibly be? Users have an easier time with an MSI than they do with a self-extractor or .zip file, for example, and the smaller the download, the better.
· Does your response require More Info links? These should not be used unless the response does not work without them. There are a couple of reasons for this:
These points cover the majority of response clarifications that we see. Of course, you might need input or have questions before you even create a response. We’d be glad to help you out. If you have any questions or any specific needs, let us know. Send email to WERCMS@microsoft.com, and we’ll give you a hand. Thanks for using Windows Error Reporting and letting us help you.
Kent WalterWindows Error Reporting